AffirmedRx, PBC - Associate Vice President, Patient Experience
Requirements
• · Doctor of Pharmacy (Pharm.D.) or advanced degree in a related field, or equivalent depth of experience in clinical pharmacy / healthcare; advanced business or leadership credentials (e.g., MBA, MHA) a plus • · 15+ significant senior leadership experience in healthcare, PBM, payer, or provider settings, including experience leading leaders (managing Directors and Managers) and multi-team or multi-site organizations • · A track record of setting strategy and delivering measurable improvements in patient experience, outcomes, and operational performance at scale • · Deep fluency in pharmacy and medical benefit structures, copay assistance, prior authorization, appeals, and the broader healthcare regulatory environment • · Executive presence and exceptional communication skills, with the ability to influence at the C-suite level and represent the organization externally • · Demonstrated success leading transformation across technology, process, and culture within a large or growing organization • · Strong financial and analytical acumen, with experience owning a budget or P&L and making data-driven investment decisions • · Deep empathy for patients and an unwavering commitment to patient confidentiality and ethical standards • · Ability to work in a private, quiet workspace for remote work • · Ability to travel up to 30% for leadership meetings, team development, partner engagements, and conferences • What you get: • · To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes • · To work in a culture where people thrive because when OUR team thrives, OUR business thrives • · Competitive compensation, including health, dental, vision and other benefits • AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.
Responsibilities
• Strategy & Vision: • Strategy & Vision: • Own and articulate the enterprise-wide patient experience vision and multi-year strategy, ensuring alignment with broader company goals and growth objectives • Define the service model, standards, and patient experience philosophy that Directors and their teams operationalize • Anticipate shifts across the PBM, payer, and healthcare landscape — regulatory, competitive, and clinical — and position the function to lead through them • Serve as the executive voice of the patient internally, ensuring patient needs are represented in product, clinical, commercial, and operational decisions • Organizational & People Leadership: • Lead a multi-layered organization through direct reports at the Director level, who in turn manage the Managers and Patient Care Advocates, building a structure that scales with the business • Develop and coach senior leaders, building a deep bench of talent and clear succession across the function • Set the culture for the organization — grounded in empathy, accountability, and patient-centered care, and hold leaders accountable for sustaining it • Define workforce strategy, including staffing models, capacity planning, and the build/partner decisions that support efficient scaling • Executive & External Engagement: • Partner with the executive leadership team on the health, performance, and strategic direction of the Patient Experience function • Build and own senior-level relationships with external stakeholders — health plans, manufacturers, providers, pharmacies, and third-party financial assistance partners — to expand the resources and access available to patients • Represent the organization in high-stakes escalations, strategic negotiations, and industry forums • Innovation & Transformation: • Drive transformation of the patient experience through technology, automation, and process redesign, partnering with Product, IT, and Data to bring new capabilities to scale • Champion patient insights, journey mapping, and voice-of-the-patient programs to continuously evolve the service model • Set the enterprise standard for quality and compliance, ensuring programs meet all regulatory requirements while remaining patient-first • Performance & Financial Stewardship: • Own the Patient Experience function’s budget and P&L, balancing cost-effective operations with investment in patient outcomes • Define the metrics that matter — patient satisfaction (NPS/CSAT), outcomes, retention, resolution, and efficiency — and hold the organization accountable to them • Translate data into strategy, using analytics to determine where to invest, where to improve, and how to demonstrate the function’s value to the business
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